Heard back from customer service, and received a unique URL that allowed me to place the order (limited to just 1 box instead of 2). I received a notification the package was sent, and expect to receive it in the coming week. This is consistent with other customer reports, and they followed up with text messaging updates to confirm shipment. I'll report back if something falls apart, otherwise will close this experience. I think they stepped up a bit after a total failure the day of.
UPDATE/EDIT 10/07/2018:
While I still have not heard back after emailing them about my order, they have posted another link to a specific support page for those in the same situation. I've done the same and will report back. Hope this info helps.
ORIGINAL POST 10/03/2018:
What a nightmare today was for WotC and the Mythic Edition.
If you’ve experienced an issue with Hasbro ToyShop today, please email CustomerService@HasbroToyShop.com. Affected customers may also be contacted directly. Hasbro phone lines are closing down for the night, and responses might not come till tomorrow morning.
Reports from callers who spoke with customer service rumor that they will re-check orders that partially went through (were charged or got an order number but no email or order showing in their history, or multiple orders made by mistake due to errors shown) to try and confirm existing orders. I'm in that camp and will post an update once I hear back from customer service.
To recap the festival of failure today (all times PST):
08:00AM: WotC Tweet confirms Mythic edition would go on sale in 1 hour. No link to the item page, confusion noted in replies as some see it in Exclusive section, others see it only when searching, some can't find it at all or the page goes blank after loading.
09:01-9:19AM: Site becomes unresponsive for many, everyone sees Sold Out or Out of Stock on item page.
09:19AM: WotC Tweet announces the site is having problems reflecting inventory, and is not yet for sale or sold out. No time or estimate is given when the problem will be addressed.
09:25AM: Item page is updated with new text replacing Out of Stock to read "Available 10/04". Many give up on trying to order confusing this to mean available to order on 10/04, meaning it will no longer be available to order today.
09:45AM: Item goes on sale.
09:51AM: WotC Tweet confirms Mythic edition is now for sale. Site immediately becomes unresponsive for many trying to order.
09:52AM-10:45AM: Hundreds of replies to above tweets confirm a complete meltdown of every order process step. Errors trying to load the page, add the item to the cart, credit card payment errors, cart order errors, cards charged multiple times as buyers try to confirmations by refreshing
payment screen errors. Around 10:45 reports of the item being shown as Sold Out appear.
11:38AM: Almost an hour after the product is sold out WotC Tweet confirms that the item is sold out.
04:18PM: After 5 hours of tweets from customers being hung up on after hour+ hold times with customer service, unable to live chat, not responses over email, and in some cases thousands of dollars in charges to their card, WotC Tweet confirms they are aware of "issues with the HasbroToyShop site for fans ordering #MTGGRN Mythic Edition".
05:06PM: Now deleted, a tweet advises customers to call in to speak with customer service regarding their order. Customer service closes at 5:00PM.
05:38PM: Final tweet advises customers to contact service via Email and expect responses in the morning.
Some of this was to be expected. But even I was surprised at the level of missteps on both the treatment of financial information without reliable confirmations of orders, and the lack of timely and accurate tweets leaving so many fans frustrated with the experience. I hope WotC learns from this - unlike many of the tweets I do support direct distribution models with household limits in addition to LGS perks. But not like this.... not like this. LGS could have done a better job on this one.
Thanks for letting me know about the tweet with the suggestion to email Hasbro. Just did so. I didn't want to wait for the 10/4 ship date, partially because it would've been wasted time if something was wrong. And I'm anxious of course. I expected some trouble given the demand, reminded of Thanksgiving sales on other stuff, but I didn't expect this much of a mess.
Thanks for the timeline. I'm relieved that I'm apparently not the only one in my boat (saw an order number online, but never got a confirmation email and now the order isn't appearing in my profile) so I'm more hopeful that this will be rectified.
Full heartedly expected this to happen, but that doesn't mean it's any less frustrating. Didn't foresee being charged $1k for an item they won't confirm I bought.
No....no it has not. It sees this kind of traffic once a year with the SDCC Collection and it still hasn't learned how to handle it.
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Rollback Post to RevisionRollBack
"Talkin outta turn....That's a paddlin'. Starin' at my sandals....That's a paddlin'. Paddlin' the school canoe....You better believe that's a paddlin'!" --Jasper
Just received a call from Hasbro. They said that I was one of the people affected by the ordering issue from yesterday. They said that they would be able to process the payment but that due to the demand I would be restricted to only one box even though I had tried to order two.
So, you mean Salvation users all over the place will burn their computers in attempt to prevent the forums from collapsing, and eventually, one of you will sacrifice himself and change the nature of the internet forever?
Just got the same call, same thing, only 1 instead of 2. I think they should at least offer to do a second print run so that people can get the number they initially ordered. I'd be happy to wait a couple months to eventually get what I thought I'd be able to.
Yep, definitely better than the worst case scenario, but I'm still pissed with Hasbro for letting all this happen. It's not the best result when an easily-foreseeable issue means a large number of your customers end up only getting half of what they expected.
I'm sure this was a test run to gauge the success of such a product. I expect to see more of this in the future, although not sure about print runs since it's suppose to be an exclusive product. I'd argue $250 is enough of a barrier to make these rare enough, so a second run would be fine.
I tried to buy it but could not get through the site melting down. Sad.
I feel kind of abused by Hasbro and WotC. I have the money, I wanted the product. I went to the site when they told me to... Yet I could not acquire a copy because their site is so terrible and awful. I am very frustrated and disappointed.
I was not interested in this product so did not try, but what bothers me after reading this is the EXACT same thing happened with the SDCC walkers for me this year.
I was one of the first people in (was corresponding with a friend at the time), my order went through, got a confirmation number (my friend still had not gone through with his order then), and went about my day.
My friend messaged me saying he got his email and I started thinking I never received mine. Went online and no order in my profile. I then called and was told that I was S.O.L.. I would not have been as mad in that situation if the item had just sold out, but the fact was I went through the order process, had my order confirmation, and my bank was even showing a pending charge on my account.
I feel bad for you guys, it's certainly not fair. C'est la vie. But I will say, just be patient and buy the singles you'd like after some time has passed? I doubt I'll be able to afford Ral, even in time, but those who can afford this today shouldn't have a problem ebaying the cards later. Just wait it out.
Sadly the message WotC/Hasbro gets from us customers is we are OK with this underpar service while they charge 250 bucks + shipping (on the website it mocks us with free shipping messages). It's just easy cash for them.
Heard back from customer service, and received a unique URL that allowed me to place the order (limited to just 1 box instead of 2). I received a notification the package was sent, and expect to receive it in the coming week. This is consistent with other customer reports, and they followed up with text messaging updates to confirm shipment. I'll report back if something falls apart, otherwise will close this experience. I think they stepped up a bit after a total failure the day of.
UPDATE/EDIT 10/07/2018:
While I still have not heard back after emailing them about my order, they have posted another link to a specific support page for those in the same situation. I've done the same and will report back. Hope this info helps.
ORIGINAL POST 10/03/2018:
What a nightmare today was for WotC and the Mythic Edition.
As a final update, they are soft-committing to resolving issues with outstanding orders: https://twitter.com/wizards_magic/status/1047647211058810881
Reports from callers who spoke with customer service rumor that they will re-check orders that partially went through (were charged or got an order number but no email or order showing in their history, or multiple orders made by mistake due to errors shown) to try and confirm existing orders. I'm in that camp and will post an update once I hear back from customer service.
To recap the festival of failure today (all times PST):
Some of this was to be expected. But even I was surprised at the level of missteps on both the treatment of financial information without reliable confirmations of orders, and the lack of timely and accurate tweets leaving so many fans frustrated with the experience. I hope WotC learns from this - unlike many of the tweets I do support direct distribution models with household limits in addition to LGS perks. But not like this.... not like this. LGS could have done a better job on this one.
Vintage: Dredge | Legacy: Burn, Goblins, Soldier | Standard: Mono-Red Aggro
Commander: Nicol Bolas, Sliver Overlord, Rafiq
Casual: Selesnya Saproling Smackdown, Izzet Labs, Rebel
Played since June 2004, mostly inactive June 2011 to March 2018
Other usernames include AlanFromRochester, homerthebeerbaron
MTG checklists from Alpha to Ravnica Allegiance - https://www.mtgsalvation.com/forums/magic-fundamentals/other-magic-products/third-party-products/805324-checklists-for-everything-from-alpha-to-ravnica
Art is life itself.
Full heartedly expected this to happen, but that doesn't mean it's any less frustrating. Didn't foresee being charged $1k for an item they won't confirm I bought.
No....no it has not. It sees this kind of traffic once a year with the SDCC Collection and it still hasn't learned how to handle it.
Well at least I have one box heading my way...
|| UW Jace, Vyn's Prodigy UW || UG Kenessos, Priest of Thassa (feat. Arixmethes) UG ||
Cards I still want to see created:
|| Olantin, Lost City || Pavios and Thanasis || Choryu ||
I feel kind of abused by Hasbro and WotC. I have the money, I wanted the product. I went to the site when they told me to... Yet I could not acquire a copy because their site is so terrible and awful. I am very frustrated and disappointed.
I was one of the first people in (was corresponding with a friend at the time), my order went through, got a confirmation number (my friend still had not gone through with his order then), and went about my day.
My friend messaged me saying he got his email and I started thinking I never received mine. Went online and no order in my profile. I then called and was told that I was S.O.L.. I would not have been as mad in that situation if the item had just sold out, but the fact was I went through the order process, had my order confirmation, and my bank was even showing a pending charge on my account.
|| UW Jace, Vyn's Prodigy UW || UG Kenessos, Priest of Thassa (feat. Arixmethes) UG ||
Cards I still want to see created:
|| Olantin, Lost City || Pavios and Thanasis || Choryu ||
Unless you just like the art which I mean in my book Elspeth and Teferi are streets ahead on the art front.
We all know Teferi and Liliana will be breaking the bank.
Yeah, everyone got played. Next year they'll probably release more of these when hasbro gets wind off how much demand there is.
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Mtg Lifestyle
Watch them do it for allegiance in 3 months
After 22 years of never learning *****?
They are probably going to release a product like this with every set from here on out.